What was broken and why it mattered
A data tracking failure meant millions of users were navigating a brand new dashboard with no way to measure their behavior. The platform had launched to critical acclaim — but without evidence, there was no way to know if it was actually working for the people using it every day. Decisions were being made blind.
I led the research and analysis phase — running usability testing across six core user tasks to understand how desktop users actually behaved, what they needed, and where the platform was failing them. From those findings I built a three-tier solution roadmap: quick fixes, medium-term improvements, and a long-term redesign vision — giving stakeholders a clear, evidence-based path forward.
The first round of improvements achieved 100% task completion across all six core journeys, with performance gains ranging from 23% to 94.5% and a 40% reduction in miss-click rate. More importantly, it shifted the bank's understanding of omnichannel design — desktop and mobile users have fundamentally different needs, and the platform needed to reflect that.
Full case study available on request — including research artifacts, design principles, and process documentation.
→ Write to me to request the full portfolio hi@alerickmonter.com
